Store FAQ

• Where is my store based?

  In London, United Kingdom.

• Do you accept orders placed outside of the US?

  Of course! I accept orders from anywhere I can ship to from the UK ^^

• How long will it take to receive my order?

  I work on my own, and I print, sign, package and ship all my orders myself. I process my orders for the week every week-end and send them either on the Saturday I process them, or the Monday after, so count at least a week before I ship your items. During sales or big events, I might get a lot of orders through, in which case, it might take me more like 2 weeks to process everything and have every order shipped. I will always post constant updates on my social media (Instagram and Youtube) to let everyone know what stage I am at. [If you require your order more urgently, get in touch and we can work something out]. Once shipped, orders should take this amount of time to get to you : Within the UK : 3 to 5 business days Europe : 5 to 8 business days International : 8 to 15 days (Please note this is an approximation, and shipping speed can vary depending on local post office/ customs/covid as well.)

• How do I pay for my order/ Do I accept credit/debit/paypal?

  The Storenvy checkout process is powered by both Stripe and PayPal, two of the most trusted online payment solutions on the web. Because of this, Storenvy has all the same securities and payment fraud protection as these leading payment processors. We accept Visa, Mastercard, Discover, American Express and Diners Club. If paying with PayPal, you may also make payments using your bank account, but this may delay your order.

• Why haven't I received my items yet?

  You will be notified when your order is shipped, but if you find it is taking an unusual amount of time to get to you, let me know and we can try and find out together. Please do not get in touch before at least 1 MONTH though, as the occasional order can take a little longer, and it can sometimes take me around 1 to 2 weeks to ship an order, depending on my schedule. Please bear in mind that I work on my own, and that I ship all my orders for the week on the Saturday, or on the following Monday. Depending on circumstances, I may refund or replace the missing piece. Please be warned that sometimes (see Loss section), there is nothing to be done, therefore I do recommend upgrading shipping to tracked and signed if you can, for extra peace of mind. Please do be warned that if you provided me with an incorrect address, spelt it wrong or moved without notifying me and your package gets returned to sender, I will have to charge you again for shipping it to the correct location.

• Damage/ What is something is wrong with my order:

  I always, ALWAYS check my items personally before sending them out, and I send 8"x11" or smaller prints in sturdy no bend cardboard envelopes, usually with a stiff backing added in, and 11"x16"+ orders in sturdy tubes or A1 envelopes, to limit the possibility of damage to a strict minimum. That said, if we were really unlucky and things got damaged during shipping, I would replace or refund the item. I cannot do anything for an item that was damaged post shipping. PLEASE keep any damaged packaging, as it may be used as evidence for insurance purposes. If possible, take pictures of any damage and forward it to me when you get in touch.

• Tracking/Loss of order :

  All my originals, limited editions, and booklets, are sent with tracking. My prints are not, to keep the costs down. If you wish your order to be tracked, there should be such an option at checkout when you input you country and shipping preferences. PLEASE NOTE : For some reason, my postal service doesn't offer a tracked option for some specific countries/locations, such as Dubai and Mexico. They do offer a "Signed" service, which is the next best thing, and available at the same price as tracking, so that is what I offer as a "tracked" option for those places. In the very unfortunate event that an order might get lost in transit, please understand that I have no control over the post office, and that once the order is out for delivery, it is out of my hands. Leave about a month before letting me know that your order hasn't arrived, as some sometimes take longer than expected. If after a month, your order still hasn't reached you, I will refund you in full, or replace your order, depending on what you'd prefer. Please bear in mind that I am loosing more out of this than anyone, so please don't have a go at me for something I have no control over, and understand that I am always doing my best to keep you happy!:)

• If your order comes back to me unclaimed :

  If your order happens to be sent back to me, because it was either never claimed at the post office on arrival, or the address I was given was wrong (I copy paste the address on your package from the address you write at check out,to minimize the risk of errors, so always double check that your address is correct) I am afraid you will need to pay shipping again for me to send it back to you. I will also have to include an extra $2 charge, as orders get sent to my PO Box, for which I am charged every time I receive an item. In the event that you would not want the item sent back, I do not offer a full refund in those circumstances. I may refund part of the purchase if a fair reason is given, but minus shipping, and a fee.

• What if I already have an unsent order on your store, but want to purchase more items. Will I have to pay for shipping again?

  Yes, you will have to pay for shipping again, as Storenvy will not group your pre-existing open orders. HOWEVER, I am happy to send all your items from various separate orders together, and I will refund you any extra shipping charge you may have payed. MAKE SURE to leave me a message as a "Note to Seller" at checkout, letting me know you already have an open order, so that I can keep track of your orders and shipping charges.

• Can I reserve a piece before it goes on the store, or if I can't pay for it right away?

  Yes, absolutely. Email me if you wish to reserve any piece or item, and I will create a separate listing for your item, in your name, that you can pay for once you are ready. PLEASE BE AWARE however, that I only hold items for a month, at which point, your reservation will expire, and the item will become publicly available again.

• What about VAT/Custom Charges?

  For the time being, the customer is responsible for any import VAT, taxes and fees. PLEASE NOTE that shipping rules have now changed for the UK to the EU as the UK is no longer a part of the EU. I am still in the process of figuring out the new system, so please bear with me while I work through it, and do be aware that customs fees may occur upon arrival depending on your country's import regulations.